ISDS Chapter 6

Which of the following statements regarding Arnold Palmer Hospital is false?

The hospital's high quality is measured by low readmission rates, not patient satisfaction

Arnold Palmer Hospital uses which of the following quality management techniques?

a. Pareto charts
b. flow charts
c. benchmarking
d. Just-in-Time
e. The hospital uses all of the above techniques.

Which of the following statements best describes the relationship between quality management and product strategy?

Managing quality helps build successful product strategies

Quality is defined by the customer" is:

a product-based definition of quality

Making it right the first time" is:

a manufacturing-based definition of quality

Three broad categories of definitions of quality are:

low-cost, response, and differentiation

According to the manufacturing-based definition of quality:

quality is the degree to which a specific product conforms to standards

The role of quality in limiting a firm's product liability is illustrated by:

a. ensuring that contaminated products such as impure foods do not reach customers
b. ensuring that products meet standards such as those of the Consumer Product Safety Act
c. designing safe products to limit possible harm to consumers
d. using processes

Which of the following is not one of the major categories of costs associated with quality?

a. prevention costs
b. appraisal costs
c. internal failures
d. external failures
e. none of the above; they are all major categories of costs associated with quality

All of the following costs are likely to decrease as a result of better quality except:

maintenance costs

Which of the following statements is not true?

Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product

Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of:

W. Edwards Deming

Quality Is Free," meaning that the costs of poor quality have been understated, is the work of:

Philip B. Crosby

The philosophy of zero defects is:

consistent with the commitment to continuous improvement

Based on his 14 Points, Deming is a strong proponent of:

training and knowledge

Stakeholders who are affected by the production and marketing of poor quality products include:

stockholders, employees, and customers

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:

determine whether any of the organization's stakeholders are violated by poor quality products

If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?


Which of the following is true about ISO 14000 certification?

a. It is not a prerequisite for ISO 9000 certification
b. It deals with environmental management
c. It offers a good systematic approach to pollution prevention
d. One of its core elements is life-cycle assessment
e. All of the above are true

Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that begins to achieve "six-sigma" quality, which of the following phenomena will result?

The average number of defects will be cut by 99.87%

To become ISO 9000 certified, organizations must:

a. document quality procedures
b. have an onsite assessment
c. have an ongoing series of audits of their products or service
d. all of the above

Total quality management emphasizes:

a commitment to quality that goes beyond internal company issues to suppliers and customers

A successful TQM program incorporates all of the following except:

centralized decision-making authority

Kaizen" is a Japanese term meaning:

continuous improvement

Which of the following statements regarding "Six Sigma" is true?

The term has two distinct meanings´┐Żone is statistical; the other is a comprehensive quality

Quality circles members are:

a. paid according to their contribution to quality
b. external consultants designed to provide training in the use of quality tools
c. always machine operators
d. all trained to be facilitators
e. none of the above; all of the statements are false

Techniques for building employee empowerment include:

a. building communication networks that include employees
b. developing open, supportive supervisors
c. moving responsibility from both managers and staff to production employees
d. building high-morale organizations
e. All of the above are techniques for

Building high-morale organizations and building communication networks that include employees are both elements of:

employee empowerment

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:


ISO 9000 seeks standardization in terms of:

procedures to manage quality

Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the:

Taguchi Loss Function

A quality loss function includes all of the following costs except:

sales costs

Pareto charts are used to:

organize errors, problems, or defects

The "four Ms" of cause-and-effect diagrams are:

material, machinery/equipment, manpower, and methods

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a:

process chart

The process improvement technique that sorts the "vital few" from the "trivial many" is:

Pareto analysis

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This ma

a Pareto chart

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of

cause and effect diagram

A manager tells her production employees, "It's no longer good enough that your work fall anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of:

Taguchi concepts

A fishbone diagram is also known as a:

cause-and-effect diagram

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is:

out of control and the process should be investigated for assignable variation

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

Ishikawa diagram

When a sample measurement falls inside the control limits, it means that:

if there is no other pattern in the samples, the process is in control

Which of the following is false regarding control charts?

Values above the upper control limits always imply that the product's quality is exceeding

The goal of inspection is to:

detect a bad process immediately

Which of the following is not a typical inspection point?

after a costly process

A good description of "source inspection" is inspecting:

one's own work, as well as the work done at the previous work station

Poka-yoke" is the Japanese term for:


What refers to training and empowering frontline workers to solve a problem immediately?

service recovery

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealer

communication, courtesy, and credibility

Marketing issues such as advertising, image, and promotion are important to quality because:

the intangible attributes of a product (including any accompanying service) may not be defined
by the consumer

Which of the determinants of service quality involves having the customer's best interests at heart?


Which of the determinants of service quality involves performing the service right the first time?